Chapter 3- Ticket Operations in Sport – Flashcards
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office in professional sports is experiencing the most growth in regard to staffing?
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sales and service
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the maximum number of sport related accounts a service representative should handle in order to build a positive relationship with account holders?
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300
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represents the NBA average renewal rate for season ticket holders in 2010-2011?
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81%`
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represents the approximate NBA average in new full season ticket sales in 2010-2011?
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2000
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NBA team has done an outstanding job of creating and implementing a plan to successfully renew season ticket accounts?
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Charlotte Bobcats
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provide a means of making educated business decisions and completing economic forecasts?
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Collecting data
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the number of data points captured by the Charlotte Bobcats on each ticket buyer?
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50
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a demographic snapshot of the typical club seat buyer in the National Basketball Association
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male, 35-40 years old, earns $100,000+, married
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the most common objections in regard to season ticket renewal for National Basketball Association teams?
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team performance
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described as one of the most overlooked and underfunded aspect of ticket sales?
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retention
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Customer relationship management is described as the engine that drives the sports machine. T/F
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F
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Depending on the sport, as much as 50% of a team's ticket sales revenue has come from full season tickets. t/f
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F
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First year season ticket holders renew at a rate 25% higher than second year season ticket holders. T/F
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F
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New accounts are more at rick in regard to non-renewal than season ticket accounts with a long history of renewing. T/F
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T
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In order to respect the privacy of season ticket holders, it is recommended that contact between the sport organization and the season ticket holder only consists of a once-a-year mailing of the invoice to purchase the following year's season tickets. T/F
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F
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The Miami Heat (NBA) currently have 100% of their seats sold out as part of a season ticket plan, with a 100% season ticket renewal rate. T/F
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F
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All of the following are areas where season ticket holders must "invest" in order to commit to a full season ticket package EXCEPT? A. money B. guaranteed attendance C. emotion D. time
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B
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an example of a customer relationship management system?
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Microsoft Dynamic CRM
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According to Bernie Mullin, principal at The Aspire Group consulting firm, former CEO of the Atlanta Hawks/Thrashers and senior vice president of team marketing at the NBA, what is the key to success with sports fans?
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relationships
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Some customer relationship management systems provide automatic feedback for administrators if enough customers have a common objection. Which of the following represents a typical objection threshold that could generate a message to administrators?
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45%
